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Page 121 / 224 Scroll up to view Page 116 - 120
Model FVS328 ProSafe VPN Firewall with Dial Back-up Reference Manual
Troubleshooting
9-3
December 2003, M-10041-01
Local or Internet Port Link LEDs Not On
If either the Local or Internet Port Link LEDs do not light when the Ethernet connection is made,
check the following:
•
Make sure that the Ethernet cable connections are secure at the firewall and at the hub or
computer.
•
Make sure that power is turned on to the connected hub or computer.
•
Be sure you are using the correct cable:
—
When connecting the firewall’s Internet port to a cable or DSL modem, use the cable that
was supplied with the cable or DSL modem. This cable could be a standard
straight-through Ethernet cable or an Ethernet crossover cable.
Troubleshooting the Web Configuration Interface
If you are unable to access the firewall’s Web Configuration interface from a computer on your
local network, check the following:
•
Check the Ethernet connection between the computer and the firewall as described in the
previous section.
•
Make sure your computer’s IP address is on the same subnet as the firewall. If you are using
the recommended addressing scheme, your computer’s address should be in the range of
192.168.0.2 to 192.168.0.254. Refer to
“Verifying TCP/IP Properties” on page D-5
or
“Configuring the Macintosh for TCP/IP Networking” on page D-6
to find your computer’s IP
address. Follow the instructions in
Appendix D
to configure your computer.
Note:
If your computer’s IP address is shown as 169.254.x.x:
Recent versions of Windows and MacOS will generate and assign an IP address if the
computer cannot reach a DHCP server. These auto-generated addresses are in the range of
169.254.x.x. If your IP address is in this range, check the connection from the computer to the
firewall and reboot your computer.
•
If your firewall’s IP address has been changed and you don’t know the current IP address,
clear the firewall’s configuration to factory defaults. This will set the firewall’s IP address to
192.168.0.1. This procedure is explained in
“How to Use the Default Reset Button” on page
9-7
.
•
Make sure your browser has Java, JavaScript, or ActiveX enabled. If you are using Internet
Explorer, click Refresh to be sure the Java applet is loaded.
Page 122 / 224
Model FVS328 ProSafe VPN Firewall with Dial Back-up Reference Manual
9-4
Troubleshooting
December 2003, M-10041-01
•
Try quitting the browser and launching it again.
•
Make sure you are using the correct login information. The factory default login name is
admin
and the password is
password
. Make sure that CAPS LOCK is off when entering this
information.
If the firewall does not save changes you have made in the Web configuration interface, check the
following:
•
When entering configuration settings, be sure to click the Apply button before moving to
another menu or tab, or your changes are lost.
•
Click the Refresh or Reload button in the Web browser. The changes may have occurred, but
the Web browser may be caching the old configuration.
Troubleshooting the ISP Connection
If your firewall is unable to access the Internet, you should first determine whether the firewall is
able to obtain a WAN IP address from the ISP. Unless you have been assigned a static IP address,
your firewall must request an IP address from the ISP. You can determine whether the request was
successful using the Web configuration manager.
To check the WAN IP address:
1.
Launch your browser and select an external site such as
www.netgear.com.
2.
Access the main menu of the firewall’s configuration at
.
3.
Under the Maintenance heading, select Broadband Status.
4.
Check that an IP address is shown for the WAN Port.
If 0.0.0.0 is shown, your firewall has not obtained an IP address from your ISP.
If your firewall is unable to obtain an IP address from the ISP, you may need to force your cable or
DSL modem to recognize your new firewall by performing the following procedure:
1.
Turn off power to the cable or DSL modem.
2.
Turn off power to your firewall.
3.
Wait five minutes and reapply power to the cable or DSL modem.
4.
When the modem’s LEDs indicate that it has reacquired sync with the ISP, reapply power to
your firewall.
Page 123 / 224
Model FVS328 ProSafe VPN Firewall with Dial Back-up Reference Manual
Troubleshooting
9-5
December 2003, M-10041-01
If your firewall is still unable to obtain an IP address from the ISP, the problem may be one of the
following:
•
Your ISP may require a login program.
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of login.
•
If your ISP requires a login, you may have incorrectly set the login name and password.
•
Your ISP may check for your computer's host name.
Assign the PC Host Name of your ISP account as the Account Name in the Basic Settings
menu.
•
Your ISP only allows one Ethernet MAC address to connect to Internet, and may check for
your computer’s MAC address. In this case:
Inform your ISP that you have bought a new network device, and ask them to use the firewall’s
MAC address.
OR
Configure your firewall to spoof your computer’s MAC address. This can be done in the Basic
Settings menu. Refer to
“Manually Configuring Your Internet Connection” on page 3-14
.
If your firewall can obtain an IP address, but your computer is unable to load any Web pages from
the Internet:
•
Your computer may not recognize any DNS server addresses.
A DNS server is a host on the Internet that translates Internet names (such as
www.netgear.com) to numeric IP addresses. Typically your ISP will provide the addresses of
one or two DNS servers for your use. If you entered a DNS address during the firewall’s
configuration, reboot your computer and verify the DNS address as described in
“Verifying
TCP/IP Properties” on page D-6
. Alternatively, you may configure your computer manually
with DNS addresses, as explained in your operating system documentation
.
•
Your computer may not have the firewall configured as its TCP/IP gateway.
If your computer obtains its information from the firewall by DHCP, reboot the computer and
verify the gateway address as described in
“Verifying TCP/IP Properties” on page D-6
.
Troubleshooting a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and routers contain a ping utility that sends an echo request packet
to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP
network is made easier by using the ping utility in your PC or workstation.
Page 124 / 224
Model FVS328 ProSafe VPN Firewall with Dial Back-up Reference Manual
9-6
Troubleshooting
December 2003, M-10041-01
How to Test the LAN Path to Your Firewall
You can ping the firewall from your computer to verify that the LAN path to your firewall is set up
correctly.
To ping the firewall from a PC running Windows 95 or later:
1.
From the Windows toolbar, click the Start button and select Run.
2.
In the field provided, type Ping followed by the IP address of the firewall, as in this example:
3.
Click OK.
You should see a message like this one:
Pinging <IP address> with 32 bytes of data
If the path is working, you see this message:
Reply from < IP address >: bytes=32 time=NN ms TTL=xxx
If the path is not working, you see this message:
Request timed out
If the path is not functioning correctly, you could have one of the following problems:
•
Wrong physical connections
—
Make sure the LAN port LED is on. If the LED is off, follow the instructions in
“Local or Internet Port Link LEDs Not On
” on
page 9-3
.
—
Check that the corresponding Link LEDs are on for your network interface card and
for the hub ports (if any) that are connected to your workstation and firewall.
•
Wrong network configuration
—
Verify that the Ethernet card driver software and TCP/IP software are both installed
and configured on your PC or workstation.
—
Verify that the IP address for your firewall and your workstation are correct and that
the addresses are on the same subnet.
How to Test the Path from Your PC to a Remote Device
After verifying that the LAN path works correctly, test the path from your PC to a remote device.
From the Windows run menu, type:
Page 125 / 224
Model FVS328 ProSafe VPN Firewall with Dial Back-up Reference Manual
Troubleshooting
9-7
December 2003, M-10041-01
PING -n 10
<
IP address
>
where <
IP address
> is the IP address of a remote device such as your ISP’s DNS server.
If the path is functioning correctly, replies as in the previous section are displayed. If you do not
receive replies:
—
Check that your PC has the IP address of your firewall listed as the default gateway. If the
IP configuration of your PC is assigned by DHCP, this information will not be visible in
your PC’s Network Control Panel. Verify that the IP address of the firewall is listed as the
default gateway as described in
“Verifying TCP/IP Properties” on page D-5
.
—
Check to see that the network address of your PC (the portion of the IP address specified
by the netmask) is different from the network address of the remote device.
—
Check that your cable or DSL modem is connected and functioning.
—
If your ISP assigned a host name to your PC, enter that host name as the Account Name in
the Basic Settings menu.
—
Your ISP could be rejecting the Ethernet MAC addresses of all but one of your computers.
Many broadband ISPs restrict access by only allowing traffic from the MAC address of
your broadband modem, but some ISPs additionally restrict access to the MAC address of
a single PC connected to that modem. If this is the case, you must configure your firewall
to “clone” or “spoof” the MAC address from the authorized PC. Refer to
“Manually
Configuring Your Internet Connection” on page 3-14
.
Restoring the Default Configuration and Password
This section explains how to restore the factory default configuration settings, change the
firewall’s administration password to
password
and the IP address to 192.168.0.1. You can erase
the current configuration and restore factory defaults in two ways:
•
Use the Erase function of the Web Configuration Manager (see
“Backing Up, Restoring, or
Erasing Your Settings” on page 8-11
).
•
Use the Default Reset button on the rear panel of the firewall. Use this method for cases when
the administration password or IP address is not known.
How to Use the Default Reset Button
To restore the factory default configuration settings without knowing the administration password
or IP address, you must use the Default Reset button on the rear panel of the firewall.

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